Product Manager, Product Support Resume Sample

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Eddie Toy
53292 Hillary Ford,  Boston, MA
+1 (555) 932 3036

Work Experience


Manager Product & Technical Support
05/2018 - PRESENT
Los Angeles, CA
  • Partner with Information Technology (IT) partners to coordinate development, implementation, and maintenance of customer experience and CRM platform
  • Advocate for support agents experience and end customer experience, enabled by Adobe’s CRM capabilities. Anticipate agents and customers’ needs
  • Demonstrated success in working with web product teams – leading collaboration between external and internal engineering, UX, project management & product teams; shipping products that deliver results
  • Strong analytical skills and a drive to experiment; demonstrated ability to use data to drive decision making in product development
  • Demonstrated ability to evaluate vendor products to meet current or future needs
  • Establish KPI’s and monitors service delivery performance to meet margin goals
  • Work with product management and engineering teams to distill key functionality and benefits into core product marketing messages
Product Support Manager, UWS
04/2013 - 11/2017
New York, NY
  • Identify and execute on breakthrough product marketing activities that reach target audiences effectively
  • Experienced and successful product marketer for infrastructure products
  • Independent, self-starter with strong work ethic
  • Becoming an expert on ESPN’s digital product portfolio including our regionally focused websites, Apps and video products in order to support our editorial, marketing and advertising teams on all digital matters
  • Maintaining open dialogue between ESPN’s Digital Product teams in both the U.S. and the U.K. providing clear expectations and explicit feedback from all discussions
  • Proactively identifying and realising opportunities to grow or better exploit our international relationships leveraging ESPN’s international business and local expertise, eg sharing on-air talent, new digital revenue streams or distribution channels, etc
  • At least three years’ experience in a client facing product management role
  • Work with customers and cross-functional business partners to understand customer needs / requirements
  • Develop strategic roadmap to increase parts sales thru use of the GET E-Commerce platform including new features / capabilities, promotional activities, parts auctions, etc
Product Support Manager Espn
10/2009 - 02/2013
Boston, MA
  • Develop concurrent roadmap to increase Portal capability such that user experience and value is maximized
  • Manage overall system configuration and enhancement release cycles; includes requirements gathering, process creation, specification development, User acceptance testing and post-release training
  • Monitor key customer KPIs and own actions to maintain them within acceptable levels and enhance user experience
  • Be responsible for driving customer usage and help customers to leverage the benefits of the self-help features and drive productivity savings for the business
  • Develop strong knowledge of customer base, install base, parts usage trends, competitors, etc. and be able to assist with strategic road map for overall parts
  • Maintain an active presence in Product Management, Services and Marketing team operating rhythms
  • Build sponsorship to support long-term web customer strategy
  • Facilitate change control board review of enhancement requests with multi-functional impact
  • Own close loop communication back to key stakeholders on status/prioritization

Education


University of South Florida
2004 - 2009
Bachelor's Degree in Relevant Areas

Professional Skills


  • Resolution and escalation of production issues involving operations systems technologies, working with Engineering leadership to ensure incidents are addressed in a timely and high quality fashion
  • Strong influence and customer management skills. Proven track record and level of comfort in dealing with customer escalations
  • Excellent market research and competitive analysis skills
  • Cultivate the technical skillset of systems analysts on team
  • Robust written and verbal communication skills
  • +10 years’ work experience in engineering or application support in a SaaS or web company, supporting critical production environments
  • Experience working in a fast-paced, high-growth environment where invention and frugality is important

How to write Product Manager, Product Support Resume


Product Manager, Product Support role is responsible for research, government, training, database, shipping, analysis, digital, travel, events, software.
To write great resume for product manager, product support job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Product Manager, Product Support Resume

The section contact information is important in your product manager, product support resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

  • First and last name
  • Email
  • Telephone number

Work Experience in Your Product Manager, Product Support Resume

The section work experience is an essential part of your product manager, product support resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous product manager, product support responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular product manager, product support position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions. Representative Product Manager, Product Support resume experience can include:

  • Influencing and driving product experience improvements to help increase HPs Net Promoter Scores
  • Review and approve client escalations, including providing an informed, objective point of view on global prioritization of all escalated cases
  • Experience
  • Planning and delivering training
  • Outstanding creativity, high social competence and ability to analyze complex problems are required
  • Coordinate and lead the new hire onboarding program including coaching, guiding and supporting new hires

Education on a Product Manager, Product Support Resume

Make sure to make education a priority on your product manager, product support resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your product manager, product support experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

  • School you graduated from
  • Major/ minor
  • Year of graduation
  • Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Product Manager, Product Support Resume

When listing skills on your product manager, product support resume, remember always to be honest about your level of ability. Include the Skills section after experience. Present the most important skills in your resume, there's a list of typical product manager, product support skills:

  • Excellent English language skills are required, good communication skills in German are an asset
  • Solid understanding of commercial customer requirements
  • Experience with client-facing support services and team management
  • Experience in the Information Technology marketplace
  • Experience
  • Analyze and resolve complex level 3 service task with a strong focus on database manipulations

List of Typical Skills For a Product Manager, Product Support Resume

1

Skills For Manager Product & Technical Support Resume

  • Partnering with key and relevant organizations, such as HP Marketing, supply chain or OSSPs and regions, to ensure all aspects are ready for product launch
  • Coordinate and oversee the new hire onboarding program including coaching, guiding and supporting new hires
  • Manage daily electronic payment processing ensuring that funds are received and transmitted per SLA
  • Does require 24 x 7 x 365 on-call support to manage availability of systems, support of applications and products and overnight jobs processing along with user support
  • Knowledge of AWS products, services, and cloud computing
  • In hardware, software or services planning
  • Business acumen and an understanding of the sales cycle
  • Train, mentor and manage product specialists, including team meetings, performance management and professional development
2

Skills For Product Support Manager, UWS Resume

  • Office setting. Able to sit at a desk/PC for long stretches and be able to use standard office equipment
  • Strategic, tactical and financial thinking are a strength
  • Participate in technology leadership group meetings to present on team processes
  • Program automated enhancements to improve efficiencies across departments
  • Track, report and communicate on status of team CRM work queue
  • Ensure availability issues system-wide network is monitored and escalated accordingly
  • Attention to detail balanced with high level process overview and improvements
  • Leadership and vision. Well versed in situational leadership. Focuses on strengths and opportunities. The organization is looking for support, wisdom and inspiration
3

Skills For Product Support Manager Espn Resume

  • Strong communication skills. Writes and presents effectively; adjusts to fit the audience and the messages; strongly gets a message across whether presenting to customers, or simply setting expectations for team members
  • Strong product leadership and strategy experience in a SaaS environment
  • Adaptable. Highly adaptable to change in priorities and business conditions while still driving toward results
  • Understanding of an industry standard Product Development Lifecycle process
  • Proven success in driving the entire product lifecycle, from identifying market problems and defining solutions to launching and conducting post-launch evaluations and ongoing improvements
  • Experience collecting, synthesizing, and prioritizing product input from multiple sources (users, leaders, competitors, market factors, partners, engineering, management, etc.)
  • Exceptional at facilitating and coordinating the resolution of escalated client service-related issues
  • Knowledge of Net Promoter Score concepts, desired
4

Skills For Location Product Support Manager Resume

  • Willingness to work in a virtual team environment; and to work non-standard hours in a global environment
  • Successfully manage through influence
  • Set expectations and negotiate internally and externally
  • Provide oversight to Global Product Support Specialists to enable the team to maintain a high level of client happiness, in line with the Global Product Support team goals
  • Daily operation and management of the Global Product Support team through effective use of resources, including scheduling, staffing and meeting/enhancing standard operating procedures. This includes involvement in hiring, developing and retaining talent in alignment with the Global Product Support talent strategy
  • Responsible for team performance based on performance metrics. Analyze trends and report out performance metrics to management on a regular basis
5

Skills For Senior Independent Product Support Manager Resume

  • Build/monitor SOP for support operations
  • Develop and craft job aids for Product Specialists and maintain an accurate internal knowledge base
  • Maintain a deep understanding of the Cornerstone application including the various features and configuration options to be able to provide the required guidance to Product Specialists
  • Coach and provide specific suggestions to Product Specialists on troubleshooting software application issues and on responding in an accurate, professional, empathetic and timely manner
  • Ensure proper, timely follow-up by Product Specialists in their sub-team on their cases, to ensure that service level agreements are met and client happiness overall is high
  • Develop and create job aids for Product Specialists and maintain an accurate internal knowledge base
  • Ensure proper, timely follow-up by Product Specialists in their sub-team on their cases, to ensure that service level agreements are met and client satisfaction overall is high
  • Implement process controls to successfully onboard / exit users; Include business customer training strategy
6

Skills For Manager, Product Technical Support Resume

  • Lead focus groups to obtain real-time voice of the customer feedback
  • Provide oversight to Global Product Support Specialists to enable the team to maintain a high level of client satisfaction, in line with the Global Product Support team goals
  • Daily operation and management of the Global Product Support team through effective use of resources, including scheduling, staffing, meeting and enhancing standard operating procedures. This includes involvement in hiring, developing and retaining talent in alignment with the Global Product Support talent strategy
  • Serve as a Manager On Duty in an S1/S2 scenario or for client escalations
  • Responsible for team performance, based on performance metrics. Analyze trends and report out performance metrics to management on a regular basis
  • Create/monitor SOP for support operations
7

Skills For Manager, Global Product Support Resume

  • Ensuring internal attention is focused on specific client service and support issues. Specifically, that issues are reported, proper teams are engaged, impact meetings are held, and management is aware of the issues. It is the respective business units’ responsibility to own and resolve the issue(s)
  • Working with the client to ensure issues are reported through standard channels. The CSM ensures clients follow the appropriate support model to report problems or incidents
  • Work with the client to maintain information used for standard processes
  • Serve as a liaison for client requests, enhancements, and functionality changes
  • Communicate Root Cause Analysis (RCAs) from various lines of business for service related issues
  • Travel up to 25% - international and domestic
  • Manage all facets of assigned operations applications including: day-to-day support, upgrades, new functionality and application vendor management. This includes system databases, front ends, and interfaces between all major sub-systems related specifically to RealPage products
8

Skills For Fusion HCM Product Support Manager Resume

  • Service Management background required
  • On time delivery of key product accessory service & support readiness deliverables for both in-box and after-market (AMO) accessories. Deliverables include Commercial & Consumer testing, assessments & documentation, call agent training, web delivery, regional logistics readiness, service and repair strategies, and defined support processes
  • Communicating program progress, escalations, and issue analysis to stakeholders; collaborating with management and internal partners to recommend and implement changes to product, processes, or business practices to resolve escalated issues, produce solutions, and ensure adherence to budgets and established product roadmaps and schedules
  • Use of customer experience knowledge and tools to influence product core team decisions impacting overall quality which includes hardware quality, customer use/experience quality and support quality
  • Staff hiring and onboarding
  • Proficient with Microsoft Office products including: Outlook, Work, Excel, and PowerPoint
9

Skills For Product Support Program Senior Manager Resume

  • Develop collaborative relationships with partners
  • Drive results and KPI’s to improve productivity
  • Some travel required; typically up to 20%
  • Manage Financial Responsibilities

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